GreenShield Improves Agent and Customer Experience with Verint Callback
Deployed within two months, the best-of-breed Verint solution is enabling Canada’s only national non-profit health and benefits company to better balance call volumes and agent capacity.
Results
60% adoption within two weeks.
Improved service levels by upward of 5%.
Reduced average handle time and increased customer satisfaction.
About GreenShield
As Canada’s only national non-profit health and benefits company, GreenShield is revolutionizing the health and benefits experience with coverage and care in one place. Its unique integrated payer-provider (“payvider”) model offers insurance, administering benefits and paying claims as a “payer,” while offering health services such as mental health, pharmacy, telemedicine. and chronic disease management as a “provider.” GreenShield is dedicated to improving health outcomes, driving systemic change, and building a future where every Canadian can reach their full health and well-being potential.
Opportunity
To enhance the delivery of services, GreenShield sought to elevate its customer-centric technology-based approach with GreenShield+. Launched in June 2023, GreenShield+ is a first-of-its-kind digital health and benefits ecosystem that offers unprecedented levels of integration between health services and benefits plans. With GreenShield+, employees can check their coverage, access their benefits, connect with healthcare providers and get reimbursed for their claim all in one easy-to-use platform. By integrating coverage and care into one seamless solution, GreenShield+ is helping Canadians spend less time navigating the healthcare system and more time taking care of their health.
GreenShield’s contact center, staffed by a dedicated team managing calls and emails, is a key part of its operations. The team is committed to providing responsive service in line with its service level agreements. While occasional fluctuations in call volumes require adjustments, GreenShield continues to prioritize improvements to enhance the experience for both customers and agents, ensuring timely and efficient service delivery.
Solution
To help regulate its call volume peaks and valleys, while safeguarding the customer experience, GreenShield turned to Verint Callback. The best-of-breed Verint Solution, part of the Verint CX Automation Platform, enables customers to request a callback from an agent versus waiting on hold, giving them the option to schedule a time to be contacted when an agent is available.
Verint Callback is especially beneficial when call volumes unexpectedly spike, easing the burden and frustration level for both agents and customers to help maintain a quality customer experience. In addition, by “smoothing out” peak periods, the solution enables organizations to make more efficient use of agents’ time, improve productivity, and reduce repeat callers.
Easily integrated with Greenshield’s existing Avaya telephony, Verint Callback met all security and compliance requirements. Plus, its consumption-based pricing model was an attractive option. Together, these factors made the solution a win-win for the company.
With Verint Callback, GreenShield could not only improve its service level performance, but also cut down on unnecessary telephony costs. Further, it could drastically lower call hold times and abandonment rates.
Benefits
The addition of Verint Callback quickly aided GreenShield in meeting client expectations and improving overall service levels. The solution was both easy to deploy and yielded impressive time-to-value, with deployment complete within 60 days following selection.
“Our customers responded positively to the offering of the service, with 60 percent utilization rate in as early as two weeks,” says Brandon Emms, Manager of Workforce Management at GreenShield. “Most important, Verint Callback helped us improve service levels by three to five percent. We have seen a reduction in average handle times and an increase in customer satisfaction.”
Emms also notes positive feedback from agents around the ease of use and intuitiveness of Verint Callback. In fact, implementation was completed with the need for only minimal agent training.
Key to the positive feedback and outcomes were the flexibility and adaptability of Verint Callback in GreenShield’s environment. This was underscored by the solution’s ability to integrate with multiple telephony systems, which was a major factor in GreenShield’s decision to move forward with the Verint solution.
“Verint Callback’s flexibility and adaptability were unmatched,” explains Emms. “Additionally, Verint was very helpful in shaping our strategy to help our customers adopt to this robust new solution aimed at improving their service experience. For example, callbacks are entirely optional, allowing customers to take advantage of the feature at their convenience and on their terms.”
Emms concludes by noting the high degree of configurability offered by Verint Callback, which further enabled GreenShield to safeguard the customer experience. “Because of the robust customization features, we were able to offer callbacks as an option only for those customers where it was allowable via applicable data sharing parameters and practices.”
“Our customers responded positively to the offering of the service, with 60 percent utilization rate as early as just two weeks. Verint Callback helped us improve service levels by three to five percent. We have seen a reduction in average handle times and an increase in customer satisfaction.”
Featured Verint solutions
Read more customer case studies
This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.
Contact us about Verint Callback today!
Thank You
Thank you for your request. A Verint team member will follow up with you soon.